Overview
Support Tiers
- Aggie Tech Support applies a tiered approach to technical Following is a outline of each tier and what level of support you can expect.
| Tier 0: | Tier zero is centered around our self-help initiative. We hope that those clients who are so inclined utilize the wide variety of on-line resources provided in order to resolve their own technical issues. |
| Tier 1: | Tier one involves telephone and e-mail technical support. Typically, these issues can be resolved during the course of a 3-5 minute telephone conversation with one of our level one technical support personnel. |
| Tier 2: | In the event that a particular issue can not be resolved over the phone, we may elect to send out one of our level two field consultants to assist you. Additionally, in some instances, we may be able to assist you by remotely connecting to your computer system. |
| Tier 3: | If your issue requires the assistance of one of several specialized DoIT directorates, we will engage the appropriate directorate on your behalf. |
| Tier 4: | In rare circumstances, we may need to contact a particular hardware or software vendor in order to resolve an issue. This also applies to a faulty or damaged product that is still under warranty. |
- Aggie Tech Support prioritizes all service requests according to their urgency to ensure appropriate response times. Issues that prevent clients from performing their work duties when no other alternatives are available are given the highest priority. For your reference each priority level and their associated definitions are included below.
| Priority | Description | Response Time | ||
| 1 | A system or component is down. There is a critical business impact with no alternative available. Notify ATS immediately by phone. (e.g., cannot print, network not available, etc.) | < 4hrs | ||
| 2 | A system or component is down. Some business impact with an alternative available, contact ATS via email, web form, or phone. (e.g., e-mail not available) | < 48hrs | ||
| 3 | This is not critical. Deferred maintenance is acceptable, circumvention is possible with no operational impact; contact ATS via email, or web form. (e.g., cannot access floppy drive, CD-ROM not working) | < 72hrs |
